The Department of Transportation is currently investigating Delta Air Lines to ensure the airline is adequately addressing consumer concerns following a series of flight cancellations resulting from a global tech outage experienced last week.
Secretary of Transportation Pete Buttigieg emphasized the importance of passenger rights, stating on social media, “All airline passengers have the right to be treated fairly, and I will make sure that right is upheld.” This statement comes after Buttigieg noted that his department has received numerous complaints regarding Delta’s response to the recent outages.
Delta, based in Atlanta, has faced challenges in fully restoring its operations after a malfunctioning software update from cybersecurity firm CrowdStrike on Thursday affected various industries worldwide. A flaw in the update impacted Microsoft’s Windows operating systems, causing significant access issues for corporate users and leading to the dreaded “Blue Screen of Death” in some instances.
The tech incident had widespread consequences, disrupting multiple sectors, including healthcare, delivery services, retail, and finance. Airlines and airports experienced some of the most severe impacts, with over 46,000 flight delays and more than 5,171 cancellations reported on Friday alone, according to FlightAware. Delta suffered the most significant setbacks.
The airline canceled approximately 3,500 flights over the weekend and reported more than 2,500 cancellations on Sunday and Monday, along with an additional 3,441 flight delays. On Tuesday, FlightAware noted that 738 flights had been canceled or delayed.
Delta CEO Ed Bastian expressed regret about the flight cancellations, stating, “Canceling a flight is always a last resort, and something we don’t take lightly.” He apologized to all passengers affected by these disruptions, acknowledging the difficulties that come with travel interruptions.
Bastian explained that Delta’s operations heavily rely on Microsoft Windows software, including a crucial crew tracking tool that was affected by the system breakdown. In response to the disruptions, Delta has introduced a travel waiver allowing customers to change their flights free of charge, as well as offering meal vouchers, hotel accommodations, and transportation options.